Mission Australia
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Tenant Resources |
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Mission Australia welcomes tenant feedback and encourages tenants to inform us if they are unhappy with any part of the service and to lodge an appeal if they disagree with a decision made by MA Housing. To find out more about the Appeals and Complaints process, please either: • Download the Appeals and Complaints Brochure for NSW • See Page 11 of the Tenants Rights and Participation Policy NSW. To lodge an appeal, please download and complete the Appeals Form. To lodge a complaint, please download and complete the Complaint Form. The complaints form can be anonymous or, if you would like either a response pr an opportunity to discuss the matter in person, then you will need to put your name and contact details on the form. Both Appeals and Complaints will be reviewed by the Manager of Housing Services or the State Director and where contact details have been left, a response will be given within 21 days of the form being lodged. Please return all completed Forms either by: • E-mail to – This e-mail address is being protected from spambots. You need JavaScript enabled to view it • Post to – PO BOX A2254, Sydney 1235 OR 14/99 Bathurst Street Sydney. Repairs and Maintenance Should you require any repairs at your property, please follow the instructions set out below: • Tenants who require a repair should contact their Housing Manager as soon as possible to discuss the matter • Tenants will need to provide details of the type of repair required, how the problem was caused (if known) and any other information that may be relevant. • Tenants will be required to either provide a contact phone number for the contractor to contact them on or provide a date and time when they will be at home to allow access for the contractor. • For major repairs and any insurance related matters, the Housing Manager may need to attend the premises to view the damage and take photos • Tenants will be advised of the likely timeframe for responding to the repairs • All repairs requests will be logged onto the computer database and a work order will be created and printed. • The work order will be faxed to the selected contractor and Housing Managers will call the contractor to confirm receipt and discuss any matters relating to the work order. • Housing Managers will follow up with both the contractor and the tenant to ensure the work has been completed. For leasehold properties Mission Australia Housing will report all repair requests to the owner/agent and will advise owners and agents of their obligations under the Residential Tenancy Act. After hours emergency repairs Details of contractors who can attend your property in an emergency and when the office is closed will be provided on the bottom of the lease agreement that you have signed. These contractors are only to be used in an emergency and when you are unable to contact the office. Policies and Procedures For further information on MA Housing Policies and Procedures, please download the following pdf’s:
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